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ICMA RC - Employer Support Specialist Resume Example

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Noah Smith
Professional Summary

Over ten years' service-oriented experience in Customer Service departments of organizations. As a leader of customer care departments, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues. E
xcellent communication and time management skills. Handles tasks with accuracy and efficiency.

  • Leadership, coaching and mentoring.
  • Ability to motivate and train others.
  • Active listening.
  • Excellent problem-solving skills.
  • Organized, combined with multi-tasking ability.
  • Critical Thinking
  • Persuasion
  • Speaking
  • Judgment and Decision Making
Employer Support Specialist, Apr 2012Present ICMA-RC, Washington DC, DC
  • Manage and support a smooth daily financial workflow process. 
  • Oversee and monitor process requests for retirement contribution electronic submissions. 
  • Provide support to clients in their use of electronic contribution media. 
  • Manage and provide backup to other units with contribution preparation, processing, and settlement.
  • Monitor and manage database processing, reconciling, and balancing of client financial contributions. 
  • Maintain contact with clients regarding unreadable, incomplete or missing electronic contribution detail.
  • Educate employer clients in using EZLink software system and assist them with set-up and testing. 
  • Analyze formatting of files and position of data to effectively troubleshoot errors. 
  • Cross-train other associates in educating, testing, and problem-solving for employer clients. 
  • Identify clients with chronic errors in their electronic submissions files; contact, provide guidance, and give direction in making the necessary changes. 
  • Serve as a tester for the corporate disaster recovery effort by identifying and resolving potential day-to-day technical and workflow problems. 
  • Creating, maintaining and updating technical and procedure manuals for existing and new employees.
Customer Operations Manager, Jan 2010Apr 2012 WealthEngine, Inc., Bethesda, MD
  • Main point of contact for external and internal client inquiries regarding product questions or issues. 
  • Managed client on-boarding and service initiation. 
  • Managed exchange of data files with clients. 
  • Delivered in-person and webinars product trainings with client base. 
  • Worked with clients to integrate WealthEngine data into their software systems. 
  • Monitored client usage reports to promote and encourage contract renewals. 
  • Identified possible up-sell opportunities for pursuit by sales team. 
  • Identified trends in client needs and effectively communicating to the Product Development team to improve product offerings. 
  • Contributed to special projects such as client surveys, training, and website knowledge base.
Inside Sales Account Manager, Apr 2007May 2008 Marketstar, Atlanta, GA
  • Increased new and existing account growth by achieving revenue targets of 2MM+ annually. 
  • Managed assigned Cisco accounts, developed account strategies, conducted cold calls and retained client relationships. 
  • Organized key partnerships specifically with regional sales teams. 
  • Established account renewals, lead generation and strategic accounts. 
  • Performed sales presentations via Webinar or on-site.
  • Developed strong verbal and written communications as well as account management skills.
  • Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Inside Sales Representative, Jan 2007Apr 2007 First Data Corp, Atlanta, GA
  • Contacted merchants regarding credit, debit and gift card processing solutions and services. 
  • Participated in regular team meetings to enhance product awareness and generate creative ideas. 
  • Provided field support to existing merchant customers within assigned territory. 
  • Conducted new product and sales skills training. 
  • Exceeded assigned revenue target.
Account Manager, Nov 2000Mar 2006 ChoicePoint/Lexis Nexus, Alpharetta, GA
  • Main point of contact and account manager for assigned client base. 
  • Produced specific portfolio customer management reports.
  • Implemented process and procedure changes to prevent recurring issues. 
  • Resolved and documented client issues in an accurate and timely manner. 
  • Coordinated and executed sales support projects, sales presentations and bi-annual account reviews for clients.
Master of Arts, Management, Jun 2013 American Public University, Charles Town, WV
Bachelor of Arts, Telecommunications, Jun 1998 Alabama A&M University, Huntsville, AL
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Resume Details

This is a real resume for a Employer Support Specialist in Atlanta, Georgia with experience working for such companies as Icma Rc, Wealthengine, Inc. This is one of the hundreds of Employer Support Specialist resumes available on our site for free. Use these resumes as templates to get help creating the best Employer Support Specialist resume.

Previous Companies:

  • WealthEngine
  • Inc

Previous Job Positions:

  • Employer Support Specialist
  • Customer Operations Manager
  • Inside Sales Account Manager
  • Inside Sales Representative
  • Account Manager


  • American Public University
  • Alabama A&M University

Level of Education:

  • Master of Arts
  • Bachelor of Arts

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